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Research, troubleshoot and diagnostic hardware/software to identify, document and resolve errors/issues- Provide 2nd level user support for incidents that require local resolution and cannot be resolved by the Service Desk.- Provide hands-on support for IT project implementations and performs miscellaneous job-related duties as assigned.- Collaborate with End User Services Team to resolve end-user’s technology issues.- Support hardware and software installation/configuration in accordance with corporate policies and as designed by the End User’s team.- Provide customer satisfaction by handling work orders with efficient communication, documentation, and timeliness.- Support PC replacement programs and emergency exchanges.- Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.Assist in the asset management of all end-user devices and manage the stock level of spare equipment

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